• Service Advisor

    Country/State/City US-ND-Casselton
    Posted Date 2 weeks ago(10/2/2018 2:46 PM)
    # of Openings
    Location Name
    Customer Service/Support
    Post End Date
  • Overview

    Titan Machinery operates one of the largest networks of full service agricultural and construction equipment stores in North America. We operate over 75 stores across North America and Europe. We are a very dynamic and progressive organization always searching for great people to become a part of the team.  


    The Service Advisor supports the Service Manager in proactive customer communications regarding quotes, scheduling of service work, job status, and proactively scheduling warranty work.  This role is also responsible for communicating effectively within the service department, and between other departments in the store.


    • Greet customers when they arrive in the service department, and demonstrate a helpful, professional demeanor while providing them with information about their repair options.
    • Obtain customer contact information, unit, make, model, serial number, and payment method.
    • Responsible for supporting the Service Manager with handling customer inquiries and communications. This includes advising customers of repair estimates, proper maintenance schedules and techniques, resolving customer complaints, managing customer expectations, and ensuring that we are “delighting” the customer.
    • Monitor customer machines’ warranty status to proactively schedule inspections, and work prior to warranty expirations, and advise customers regarding extended warranty options.
    • Coordinate other departments to assist the customer in obtaining rental equipment as appropriate and per company policy until repairs can be completed; act as the liaison between the customer and other Titan teams.
    • Maintain proficiency with all business systems, and maintain complete knowledge and understanding of the policies and procedures of the vendors
    • Assist with tracking product improvement programs (PIPs) and provide Service Manager with list of units that are included.
    • Assist the Service Technicians with the use of various technical support systems used by Titan and vendors
    • Assist the Service Manager with maintaining the various tracking logs used by the service department to manage their business
    • Accurately return warranty parts that are recalled from the vendors within the manufacturer’s stated return period.
    • Understand the financial drivers of the service department.
    • Assist in marketing the service department and ensuring that there is adequate work flowing through the service department to ensure a consistent income stream.
    • Communicate effectively and proactively with Service Manager regarding scheduled work, and proactively communicate with customers regarding status of work.
    • Helps ensure a safe work environment and ensure that all department employees understand and follow all safety policies and procedures
    • Work with the Service Manager and other departments to ensure that the Store runs efficiently and effectively and that we are “delighting” the customer
    • Be a role model in the areas of environmental health and safety.
    • Assist the Service Manager with the upkeep and overall appearance of the service department, company vehicles, and the dealership’s yard.
    • Responsible for all administrative work associated with the service department including work order and warranty claim administration.
    • Follow-up with customers after the repair to ensure customer satisfaction.
    • Present a positive and professional image of Titan Machinery in the presence of customers and community
    • Other duties as assigned



    • High School diploma/GED equivalent.
    • Demonstrated ability to quickly build relationships with customers and team members.
    • Excellent attention to detail.
    • Excellent communication skills, including email, telephone, and in person.
    • Ability to quickly learn computer skills and systems, including but not limited to: Microsoft Word, Excel, Outlook, and Titan/Manufacturer operating systems.
    • Ability to handle and resolve frequent interpersonal conflict
    • Ability to perform in a fast-paced, stressful work environment
    • Ability to respond quickly, accurately, and professionally to demands and requests from customers and employees
    • Exemplifies Titan Machinery’s Core Values



    • 2 or more years of Agriculture, Construction, or related experience


    Physical Requirements

    Medium Work – Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.


    This position description does not list all the duties of the position. You may be asked by supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this position description. The employer has the right to revise this position description at any time. The position description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason, without notice.





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